---
title: Manage Hosted Insight Panel configurations
slug: m5k70425
canonical_url: https://docs.coveo.com/en/m5k70425/
collection: service
source_format: adoc
---
# Manage Hosted Insight Panel configurations
The [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page of the [Coveo Administration Console](https://docs.coveo.com/en/183.md) lets you configure and build [search interfaces](https://docs.coveo.com/en/2741.md) that allow service agents to access contextually relevant [items](https://docs.coveo.com/en/210.md) and user insights without leaving the record they're viewing or editing (for example, a support case or an incident report).
## Prerequisites
* Ensure that the [status of your Coveo organization](https://docs.coveo.com/en/1684/) is healthy.
* Check the [**Sources**](https://platform.cloud.coveo.com/admin/#/orgid/content/sources/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/sources/)) page to ensure you have at least one [source](https://docs.coveo.com/en/246.md) in your [Coveo organization](https://docs.coveo.com/en/185.md).
* Ensure that you've created the recommended [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188.md) [models](https://docs.coveo.com/en/1012.md) to [optimize search performance](https://docs.coveo.com/en/m7ak9250.md#step-1-optimize-search-performance).
* Ensure that you've [associated each model with a query pipeline](https://docs.coveo.com/en/2816.md).
## Add an Insight Panel configuration
1. On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click **Add Insight Panel**.
1. In the **Add an Insight Panel** modal that opens:
1. Enter a **Name** for your Insight Panel configuration.
> **Important**
>
> The name you specify will be used to automatically generate the [search hub](https://docs.coveo.com/en/1342.md) value.
> Although the name of the Insight Panel can be modified, the search hub value can't be modified once it's been generated.
1. In the **Select a dedicated query pipeline** dropdown menu, select the [query pipeline](https://docs.coveo.com/en/180.md) that's associated to your Coveo ML models.
> **Tip**
>
> If you haven't configured a query pipeline yet, select the **Default** pipeline. You can always update the pipeline at a later time to [optimize search performance](https://docs.coveo.com/en/m7ak9250.md#step-1-optimize-search-performance).
1. (Optional) Use the **Project** selector to associate your Insight Panel configuration with one or more [projects](https://docs.coveo.com/en/n7ef0517.md).
1. Click **Create**.
1. In the **Add an Insight Panel** completion modal, do one of the following:
* Click **View configuration** to view the Hosted Insight Panel configuration, and to set the [Advanced configuration options](#advanced-configuration-options) (recommended).
* Click **Build** to start building your interface with the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168.md).
> **Note**
>
> You can access the [Advanced configuration options](#advanced-configuration-options) or the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168.md#access-the-insight-panel-builder) at any time.
### Advanced configuration options
#### Case context fields
To ensure the search results that are initially displayed when the Hosted Insight Panel loads are contextually relevant to the case at hand, perform the following steps:
**Coveo for Salesforce integration**
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. Under [**Case context fields**](#CaseContextFields), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Relationship Management (CRM) system. By default, the values are set to `Case.Subject` and `Case.Description`.
> **Note**
>
> These [context](https://docs.coveo.com/en/1345.md) values are automatically added to the [large query expressions (`lq`)](https://docs.coveo.com/en/214.md) of empty search requests by Coveo to surface relevant content to solve the case at hand.
1. Update the values, if necessary.
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. Under [**Case context fields**](#CaseContextFieldsSN), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Service Management (CSM) system.
For example, the **CRM field name for case subject** and **CRM field name for case description** fields usually map to `short_description` and `description`, respectively, in ServiceNow.
+
> **Note**
>
> These [context](https://docs.coveo.com/en/1345.md) values are automatically added to the [large query expression (`lq`)](https://docs.coveo.com/en/214.md) of empty search requests by Coveo to surface relevant content to solve the case at hand.
1. Update the default values, if necessary.
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. [[contextkeycombo]]Under [**Additional context fields**](#AdditionalContextFields):
1. [[contextkeydfn]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `product`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkey) ).
1. In the **CRM field name** text box, enter the field name in your CRM system that corresponds to the context key you defined in the previous step (for example, `case.product`).
1. Click **Save** to apply your changes.
1. On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar.
1. On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page.
1. [[contextkey]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-context) object:
1. Click **Add query parameter rule** in the upper-right corner of the page.
1. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**.
1. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context. +@>
```
Where:
`` represents the context key value you defined in [step 2a](#contextkeydfn).
For example:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context.product +@>
```
> **Notes**
>
> * This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)).
> As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule. These keys are mapped to the field names in your CRM system that correspond to _case subject_ and _case description_ (that is, `Case.Subject` and `Case.Description`, respectively, in Salesforce).
>
> * CRM field names are integration specific.
> You must therefore define the context key value (for example, `product`) and map it to the field name in your CRM system that corresponds to it (for example, `case.product`). For more information, see [step 2](#contextkeycombo).
1. Under **Condition**, select or [create](https://docs.coveo.com/en/1959.md#create-a-condition) a `Query is empty` condition.
1. Click **Add rule**.
Your query parameter rule should now look like this:
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. [[contextkeycomboSN]]Under [**Additional context fields**](#AdditionalContextFieldsSN):
1. [[contextkeydfnSN]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `callerID`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkeySN) ).
1. In the **CRM field name** text box, enter the field name in your CSM system that corresponds to the context key you defined in the previous step (for example, `caller_id`).
> **Note**
>
> [Dot-walking](https://developer.servicenow.com/dev.do#!/learn/courses/australia/app_store_learnv2_scripting_australia_scripting_in_servicenow/app_store_learnv2_scripting_australia_server_side_scripting/app_store_learnv2_scripting_australia_dot_walking) isn't supported.
> Only top-level field values can be specified.
1. Click **Save** to apply your changes.
1. On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar.
1. On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page.
1. [[contextkeySN]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-context) object:
1. Click **Add query parameter rule** in the upper-right corner of the page.
1. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**.
1. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context. +@>
```
Where:
`` represents the context key value you defined in [step 2a](#contextkeydfnSN).
For example:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context.callerID +@>
```
> **Notes**
>
> * This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)).
> As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule.
> These keys are mapped to the field names in your CSM system that correspond to _case subject_ and _case description_ (that is, `short_description` and `description`, respectively, in ServiceNow).
>
> * CSM field names are integration specific.
> You must therefore define the context key value (for example, `callerID`) and map it to the field name in your CSM system that corresponds to it (for example, `caller_id`). For more information, see [step 2](#contextkeycomboSN).
1. Under **Condition**, select or [create](https://docs.coveo.com/en/1959.md#create-a-condition) a `Query is empty` condition.
1. Click **Add rule**.
Your query parameter rule should now look like this:
